Exporting 4k using 4k maps crashes Substance Painter and computer reboots

New Here ,
Sep 06, 2021 Sep 06, 2021

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We have multiple users in our studio who are reporting issues with Substance Painter crashing and forcing their computers into a reboot whenever they attempt to export 4k maps.

From what I can tell the issue seems to be isolated to workstations with Intel Xeon E5-2650 v3 @2.3Ghz CPU's. If we have the user try the same task on an AMD Ryzen Threadripper Pro 3975WX 32 Cores, Substance does not crash and the workstation does not reboot.

Specs of machine that exports crash on:
Intel Xeon E5-2650 v3 @2.3Ghz
OS: CentOS 7.8
RAM: 128GB DDR3
GPU: RTX 2080 SUPER
GPU DRIVER: 465.19

Machine where are exports are not crashing:
AMD Ryzen Threadripper Pro 3975WX 32 Cores
OS: CentOS 7.8
RAM: 128GB DDR4
GPU: RTX 2080 SUPER
GPU DRIVER: 465.19

At first we thought it was related to the GPU configurations so we swapped out the RTX 2080 and tried it with a RTX 2080 SUPER. It was more stable for a time but as the artists scene grew the crashing on export returned.  We then tried it with an RTX 3090 and again the export crashing returned. From here with tried updating the driver to the latest version 470.57 with no luck as the crashing continued. It was not until moving the artist to the AMD workstation did the exports not crash. 

Is anyone able to tell us what is going on here? Maybe point us in the direction of how we could resolve this crashing issue for our Intel Xeon workstations?

I have read through the following documentation regarding 4k and 8k exports crashing but there does not seem to be any solutions for Linux distros. https://substance3d.adobe.com/documentation/spdoc/crash-during-export-186975730.html
The only thing that looks remotely relevant to us in that document was the TDR stuff but I don't believe this even exists on Linux.

Any help would be greatly appreciated. Thanks!!

 

TOPICS
Bugs & Crashes, Discussion, Import & Export

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Adobe Employee ,
Sep 06, 2021 Sep 06, 2021

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Hi, 

Could you, by chance, share some logs? Maybe this would help us pinpoint the origin of the issue.

Thank you,

Kind Regards,

Geoffroy SC

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New Here ,
Sep 06, 2021 Sep 06, 2021

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Here is a log taken right after a Substance Painter export has crashed the workstation and caused a reboot.

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New Here ,
Sep 13, 2021 Sep 13, 2021

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Geoffroy, logs have been updated. Have you had a chance to take a look?

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New Here ,
Sep 29, 2021 Sep 29, 2021

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Could we please get a response to this issue. Is there a business channel for support we can use if support here is non existant?

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